The player from Córdoba had their account closed due to alleged verification issues, despite having provided and received approval for their ID, selfie, and address beforehand. They sought an explanation for the closure and guidance on resolving the issue. We attempted to gather more information from the player to understand the situation and requested evidence of communication with the casino. However, due to the player's lack of response to our inquiries and reminders, the complaint investigation could not proceed and was closed for the moment. The player was informed that they could reopen the complaint if they chose to resume communication.
bet365 Casino - Player’s account has been closed.
Closed
Our verdict
Player stopped responding
Amount: ??
bet365 Casino
Safety Index 9.8 Very highCase summary
Discussion
Public
Public
2 months ago
Translation
My account was closed because "the document has not passed the verification controls."
It doesn't make sense: to create the account and make a deposit, they asked for my ID, a selfie, and my address. Everything was approved, and I was able to bet normally.
My ID card shows an address in Córdoba, but I proved with proof of address that I live in Buenos Aires and that document was accepted when I registered.
If that data was useful initially, why is it now grounds for closure? I need an explanation of exactly what went wrong and how I can fix it.
Automatic translation:
Public
Public
2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with bet365 Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please explain in more detail how it came to be that your address on the documents didn't match the information found in your player's profile? Have you moved since registering the account in the casino?
- Was there any balance or winnings on your account confiscated?
- Could you please provide a more detailed explanation about the key events and when they took place?
- Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
1 month ago
Dear Alan35,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
